SleekFlow Inbox helps agents and admins stay organized by grouping conversations into meaningful views. This structure allows users to quickly locate, access, and respond to the right conversations at the right time.

In this article, we will guide you through how Inbox views and the conversation list work together, what determines visibility, and how to filter, pin, and search conversations efficiently.

Benefits and use cases

Pain points solved:

• Clarity on conversation grouping: Inbox views help users group conversation with similar characteristics  and ensuring focus on relevant threads.
• Easier access to assigned conversations: Users can quickly locate conversations assigned to them or their teams without needing to sift through unrelated threads.
• Improved visibility through mentions and collaboration: Temporary access through mentions and persistent access via collaboration ensure the right people can follow up as needed.
• Faster prioritization with filters and pinning: Status filters and the ability to pin conversations help agents manage high-priority cases and streamline their daily workflow.

Common use cases:

• Checking personal assignments: Agents monitor conversations under “Assigned to me” to handle their own workload efficiently.
• Following up as a collaborator: Team members working together on a case can access conversations through the “Collaboration” view to stay aligned.
• Replying after being mentioned: Users get 24-hour access to conversations where they’re mentioned, allowing them to respond even if they weren’t originally involved.
• Pinning key conversations: Pinned threads keep urgent or VIP cases visible at the top of the conversation list for quick reference.
• Filtering by channel, label, or unread: Users apply filters to target specific types of conversations — such as unread messages, tagged customers, or specific platforms — for faster handling.

Managing conversations in Inbox

Understand how conversations are grouped

SleekFlow’s Inbox is divided into personal and company-level views to help you focus on the right conversations. Each view groups conversations based on assignment, collaboration, or permissions — and this structure affects what you see and where you take action.

Inbox views include:

• My view
  • Assigned to me: Shows conversations where you’re the contact owner.
  • Collaboration: Lists conversations you’re added to as a collaborator.
  • Mentioned: Displays conversations where you’re mentioned in an internal note — grants 24-hour temporary access.
• Company view
  • All: Conversations you can access based on your RBAC permissions.
  • Team view: Created automatically for each team. Shows conversations assigned to the team or team members.

See how assignments impact what you see

Conversation assignment determines which conversations appear in each view. This helps ensure that the right people are responsible for follow-up — while still giving visibility to collaborators and team members.

• In “My view”, conversations show up based on your role in them: contact owner, collaborator, or mentioned participant.
• In “Company view”, what you see depends on your role and access permissions — including team membership and Role-based access control settings.

Navigate the conversation list with confidence

After selecting a view, the center panel shows a list of matching conversations. This is where most agents spend their time, scanning, selecting, and opening threads to reply.

• For all views except “Assigned to me”, the list includes Assigned and Unassigned tabs:
  • Assigned: Conversations assigned to a specific user
  • Unassigned: Conversations with no user assigned, or assigned only to a team
    
    
     
• Click any conversation to open the conversation on the right-hand panel.

Track progress using status folders

Status folders help you organize conversations based on their current state — making it easier to focus on what’s active, revisit snoozed messages, or review completed cases. These folders act as filters that sort conversations into meaningful groups, so agents can manage their queue more effectively.

SleekFlow provides four conversation statuses folder:

• Open: Active conversations that need a response or follow-up. These are the ones you’re currently working on.
• Snoozed: Temporarily paused conversations that will reappear after a set time. Use this for cases that are waiting on a customer reply or internal input.
• Closed: Conversations that are resolved and no longer require action. Useful for record-keeping or post-sale tracking.
• All: A combined view that includes conversations with Open, Snoozed, or Closed status.

You can update a conversation’s status in two ways:

• From the conversation control bar at the top of the conversation
• Click the icon to open the conversation action menu in the conversation list
  

Pin conversations for quick access

Pinning allows you to keep high-priority conversations easily accessible at the top of your conversation list — especially helpful when managing multiple threads across teams or channels.

Pinning is user-specific, meaning the conversation will be pinned only for you. It does not affect what other teammates see in their own Inbox. This way, each user can curate their own workspace based on their role or personal workflow.

You might pin conversations that:

• Are ongoing and require regular follow-up
• Involve VIP customers or sensitive cases
• Are part of an internal escalation or investigation

You can follow the steps below to pin a conversation

• Click the icon to open the conversation action menu in the conversation list
  
• Click “Pin conversation”
• Once you’ve pinned a conversation, it will appear at the top of your list, and a pinned icon will appear to indicate the pinned conversation
  
• To unpin a conversation, simply open the same action menu and select “Unpin conversation”.

Pinned conversations appear at the top of your list and are sorted by the most recent activity in the pinned group — not by the time they were pinned.

Filter, search, and sort to find what you need

As your inbox grows, it becomes harder to locate specific conversations just by scanning. To help you stay focused, SleekFlow offers filtering, search, and sorting tools — all accessible directly from the top of the conversation list.

Search conversations

Use the search bar at the top of the Inbox to search by keyword, such as a customer name, phone number, or message content. This is useful when you need to jump directly into a known conversation.

Filter conversations

Click the filter icon (funnel icon) to open the filter panel. You can combine multiple filters to refine your view:

• Channels: Filter by messaging platform (e.g. WhatsApp, Messenger, Instagram, LINE).
  
• Labels: Show conversations with a specific label, like “VIP” or “Refund.”
  
• Unread only: Show only conversations that haven’t been opened yet.
  

You can also click “Clear all” to reset your filters.

Sort conversations

Click the icon to choose how conversations are ordered:

• Newest first: Conversations with the most recent messages appear at the top.
• Oldest first: Conversations with the oldest messages appear first — helpful for following up on older threads.

This sorting applies only to your current view and can be changed anytime.